Customer Experience Specialist II

Customer Experience Specialist II

With 30 years at the forefront of fintech innovation, we specialize in SaaS lending solutions that lead the industry. Our core mission is customer-centric, focusing on empowering Credit Unions across the United States with the tools to offer accessible, competitive lending services. We're deeply committed to enhancing the financial ecosystem for a broad network of credit unions, members and auto dealers.

We invest in our greatest assets, our employees, and foster a culture of innovation and ownership through freedom and responsibility. We celebrate fiscal accountability, operational rigor and efficiency to create a sustainably healthy and robust business for the long term.

The Customer Experience Specialist II is responsible for prompt handling of all incoming phone calls, notifications, faxes, and management of ancillary queues. Optimize the experience for credit unions, dealers, and members by resolving their needs in an efficient and service-oriented manner, striving for one call resolution. Handle all inquiries within appropriate program standards. Educate partners on system and program. Maintain professionalism in all written and oral communication.

Achieve call center metrics, goals, and service level agreements. Ability to process and fund applications in multiple systems, often for multiple partners and/or products.

• Answers all incoming phone calls in a timely manner preventing excessive hold times.
• Make outbound calls to borrowers, dealers and credit unions in accordance with OLS policies and procedures.
• Identify needs, offer solutions, and follow up on unresolved transactions. Hold meaningful conversations with dealers, credit unions, members and internal contacts in person, over the phone, or through written communication.
• Build and maintain positive relationships with dealerships and credit unions.
• Provide exemplary customer service to internal and external partners.
• Communicate and educate dealers and credit union staff on systems and program standards.
• Direct efforts toward efficiently maximizing remediation of issues to achieve funding.
• Manage assigned queues within SLAs.
• Complete faxes.
• May contribute to call review, second reviews or supporting questions in areas of expertise.
• Other duties as assigned.

• Perform processing and held offering functions in support of resolving customer support inquiries.
• Review and validate quality of contracts to ensure policies and procedures are followed.
• Process loans and leases accurately and in a timely and efficient manner.
• Reviews documentation to ensure it corresponds with loan application; confirms accuracy of member information, conducts a comprehensive review of income verification, may enter data in Loan Origination System, and funds in accordance with loan officer's instructions, stipulations, and credit union procedures.
• Validate loan and lease contracts, payments, taxes, and documentation to ensure it meets program.
• Understand and incorporate associated regulatory and compliance requirements.
• Follow up to collect missing items and stipulations through associated system. (written)
• Document work thoroughly, professionally, and consistently following internal or credit union procedures.
• Make outbound calls to borrowers, dealers, and credit unions to facilitate education and complete funding.
• May contribute to second reviews in areas of expertise.

• Ensure all communication (internal, external, oral, written) is handled in a professional manor.
• Communicate all issues, production or otherwise and escalate, as necessary.
• Collaborate to resolve client and internal support issues within Origence Lending Services and Origence teams.

• Demonstrates the behaviors aligned with each value with clients and teammates across the organization.
• Value team members and commit to their growth.
• Innovate, embrace diversity of thought, and champion necessary change.
• Collaborate to create the best possible experiences for our team members and customers.
• Align on desired outcomes and take responsibility for achieving our goals.
• Work to foster and enhance teamwork within the organization.

• High School education or equivalency required.
• Associate or bachelor's degree a plus.

• Minimum 2 years' experience in a call center environment or within Origence Lending Services Operations.
• Experience working in the automotive lending service environment required.
• Knowledge of financial institution operations, regulatory compliance, point of purchase or indirect auto lending or leasing is preferred but not required.
• Experience handling urgent or difficult conversations with professionalism and empathy.
• Experience in loan and/or lease processing required.
• Underwriting experience a plus.

• Demonstrate knowledge and competency of processes in Origence Lending Services operations.
• Ability to sit/stand for extended periods while on a phone, email, or chat and accessing…